Customer Service Representative

Straive is a global leader in enterprise-grade data analytics and AI solutions, committed to empowering businesses across various industries with cutting-edge technology and expert insights. They are seeking a Customer Service Representative to provide support to their business and individual tax software clients, handling inquiries through various communication channels and ensuring customer satisfaction. The role involves resolving complex issues, documenting inquiries, and participating in process improvement initiatives.

Responsibilities:

• Handle phone, e-mail, and chat support for moderate to complex system or content issues. Identify, resolve, and escalate issues when necessary; record these interactions in our customer relationship database
• Identify and document resolution to reoccurring inquiries
• Cross-train on other products and systems
• Participate in projects as well as process improvement initiatives
• Provide general reports to management as requested
• Participate in product testing and review as required
• Secure and keep confidential product and customer data
• Other Duties
• Other duties as assigned

Requirements:

• Associates Degree/2 years of college education in a business-related field, OR 1 year of experience or knowledge in accounting/bookkeeping, financials/reporting, or sales/CRM
• Handle phone, e-mail, and chat support for moderate to complex system or content issues
• Identify, resolve, and escalate issues when necessary; record these interactions in our customer relationship database
• Identify and document resolution to reoccurring inquiries
• Cross-train on other products and systems
• Participate in projects as well as process improvement initiatives
• Provide general reports to management as requested
• Participate in product testing and review as required
• Secure and keep confidential product and customer data
• Ability to work a flexible schedule that includes normally scheduled evening hours
• Ability to work overtime hours that may include evenings & weekends as needed to meet objectives during peak season
• Knowledge of tax, accounting and audit principles, practices and legislation/regulations
• Computer and internet skills including Microsoft Office
• Service orientation - high commitment to meeting needs of customers and colleagues
• Strong communication skills both written and verbal
• Ability to diffuse and provide effective resolution to customer complaints
• Detail-oriented and able to handle multiple top priorities
• Ability to function in a fast-paced, collaborative, matrixes team environment
• Strong work ethic and passion for excellence
• Ability to work a flexible schedule and manage overtime as required
• Educational background in Business, Accounting or Finance
• Experience working with CCH tax and accounting software
• Tax preparation or accounting experience
• Experience working in a help desk or customer support environment
• Use of SalesForce.com